Role Description Reporting to the Senior Manager, Partnerships & Virtual Operations, the Assistant Manager, Virtual Lending is responsible for developing and growing the digital/online portfolio while leading and supporting direct reports through performance management and coaching. This role involves: - Reviewing and approving Dealer Finance, Mortgage, and Loan applications in the Virtual Branch. - Collaborating with the Senior Manager to cultivate dealership and broker relationships. - Overseeing outreach strategies and ensuring effective onboarding of new partners. - Representing the Credit Union professionally and establishing strong relationships with third parties and members. Qualifications - A certificate or diploma in Business or Commerce. - A minimum of five years of lending experience, including at least two years in a supervisory role, or an equivalent combination of training and experience in credit. - Experience within the Credit Union system is considered an asset. - Progressive financial services experience, including experience in member service, lending, fraud prevention, risk management, contact center, or branch operations. Requirements - Knowledgeable of retail lending products, credit principles, financial analysis, and sound decision-making within defined lending authority. - Experienced managing operational workflows, service levels, escalated member or partner issues, and competing priorities in a high-volume environment. - Proven ability to coach, develop, and lead high-performing teams in a fast-paced environment. Benefits - Outstanding culture and opportunity to join an engaged and community-focused team. - Competitive compensation to commensurate with experience ($76,609.28 – 90,127.42) and benefits with performance-based incentives. - Generous benefit package including a Flexible Health and Dental Plan (paid 100% by employer) and up to 9% contribution with employer match in the Defined Contribution Pension Plan. - Tuition reimbursement, training, and personal development. - Additional employee perks including annual wellness credit; reduced rates on employee loans/mortgages and paid volunteer time.

Role Description Reporting to the Senior Manager, Partnerships & Virtual Operations, the Assistant Manager, Member Solutions & Support leads the Virtual Branch’s escalation and second-level support functions, including Fraud and Business Services Support. The role oversees complex and sensitive member issues, ensuring excellent service, risk management, and regulatory compliance. As a key escalation point, the incumbent supports service recovery, fraud investigations, staff coaching, and continuous improvement through trend analysis, process enhancements, and cross-functional collaboration. Qualifications - A Bachelor’s Degree in Business Administration or Commerce. - Five years of relevant experience, including at least two years in a supervisory role. - Progressive financial services experience, including experience in member service, lending, fraud prevention, risk management, contact center, or branch operations. An equivalent combination of education and experience may be considered. Requirements - Well versed in retail banking products, digital service delivery, fraud prevention, risk management, and regulatory requirements within a financial institution. - Able to manage complex member concerns, service recovery situations, operational escalations, and sensitive issues using sound judgment and effective decision-making. - An exceptional communicator, relationship-builder, and have strong conflict-resolution skills, with the ability to influence others and de-escalate challenging situations. Benefits - Outstanding culture and opportunity to join an engaged and community-focused team. - Competitive compensation to commensurate with experience ($76,609.28 – 90,127.42) and benefits with performance-based incentives. - Generous benefit package including a Flexible Health and Dental Plan (paid 100% by employer) and up to 9% contribution with employer match in the Defined Contribution Pension Plan. - Tuition reimbursement, training, and personal development. - Additional employee perks include but not limited to annual wellness credit; reduced rates on employee loans/mortgages and paid volunteer time. Company Description East Coast Credit Union is a community-driven financial institution committed to a better banking model. A credit union is like a bank in many ways, but with cooperative ownership and special focus on people, not profits. We redefine the definition of local and bring Nova Scotians from many regions together with honest lending, savings, and investment products. Be part of an organization committed to fostering growth and empowering individuals on our team and in our East Coast community.

• Develop an understanding of the assigned District, including market potential, customer demographics, and competitive awareness. • Collaborate with dealerships to ensure quality experiences at all operational levels, fostering high customer satisfaction. • Build and maintain relationships throughout the dealer organization to achieve common goals and objectives. • Manage day-to-day activities, plans, goals, and financial resources. • Communicate customer and dealer needs effectively to relevant departments. • Contribute to the development of annual district strategies and individual dealer plans to support business objectives. • Drive district parts sales and effective stocking behaviors to meet Annual Operating Plan (AOP) targets through proactive dealer engagement. • Promote parts and service programs at dealerships to ensure comprehensive knowledge of company policies and procedures. • Advise dealership staff on service and maintenance practices for contracted products, enhancing service quality. • Support potential new dealerships in establishing their parts/service departments and assist in evaluating their capabilities. • Provide assistance during dealer termination processes as needed. • Support dealer performance through daily interactions, quarterly Parts/Service reviews, and action plan meetings. • Assist in creating actionable plans to encourage buy-in from dealer principals, parts managers, and service managers. • Ensure execution of action plan items to uphold compliance and drive continuous improvement. • Engage jointly with the dealer and dissatisfied customers to efficiently resolve complaints, ensuring timely responses and follow-ups on resolutions and satisfaction surveys. • Provide technical resources during challenging situations, demonstrating a commitment to excellent customer service.

• Develop an understanding of the assigned District, including market potential, customer demographics, and competitive awareness. • Collaborate with dealerships to ensure quality experiences at all operational levels, fostering high customer satisfaction. • Build and maintain relationships throughout the dealer organization to achieve common goals and objectives. • Manage day-to-day activities, plans, goals, and financial resources. • Communicate customer and dealer needs effectively to relevant departments. • Contribute to the development of annual district strategies and individual dealer plans to support business objectives. • Drive district parts sales and effective stocking behaviors to meet Annual Operating Plan (AOP) targets through proactive dealer engagement. • Promote parts and service programs at dealerships to ensure comprehensive knowledge of company policies and procedures. • Advise dealership staff on service and maintenance practices for contracted products, enhancing service quality. • Support potential new dealerships in establishing their parts/service departments and assist in evaluating their capabilities. • Provide assistance during dealer termination processes as needed. • Support dealer performance through daily interactions, quarterly Parts/Service reviews, and action plan meetings. • Assist in creating actionable plans to encourage buy-in from dealer principals, parts managers, and service managers. • Ensure execution of action plan items to uphold compliance and drive continuous improvement. • Engage jointly with the dealer and dissatisfied customers to efficiently resolve complaints, ensuring timely responses and follow-ups on resolutions and satisfaction surveys. • Provide technical resources during challenging situations, demonstrating a commitment to excellent customer service.